Senior Application Support Engineer

About the Position

We are hiring a Senior Application Support Engineer to support a GxP-compliant Clinical Development Platforms product used across late science teams. You will work within a BizDevOps setup alongside Product and DevOps leads to run reliable releases, handle L2/L3 support, and drive enhancements end to end-apply now.

Responsibilities

• Build, test, deploy, and release fixes by following standard SDLC and ITIL processes using Agile methodology
• Implement application enhancements and perform application upgrades as needed while embracing challenging tasks and requirements
• Own assigned L2/L3 tickets and tasks and drive them through to closure
• Troubleshoot application issues by analyzing application logs and doing a dry run of the application code, delivering fixes through application code changes when required
• Resolve user-reported issues within defined timelines according to internal SLA/OLA standards
• Monitor ticketing queues and other support channels proactively to acknowledge and respond quickly while meeting defined response SLA
• Coordinate with internal teams and vendors as needed to address application issues and support project needs
• Communicate planned and unplanned outages promptly and thoroughly, lead outage calls, and drive issues to resolution
• Maintain strong documentation practices by creating KBAs and publishing them to enable faster issue and ticket resolution
• Create backlog items, Stories, and Epics in JIRA as appropriate and execute them based on business priority
• Promote collaborator engagement across the team and stakeholders
• Continuously learn and upskill in line with the organization's goals and evolving demands

Requirements

• Hands-on experience of 3+ years with analytical and reporting tools such as Crystal Reports, Microstrategy, or Business Object
• Added advantage of a background in data engineering and data pipelines for this position
• Practical experience with inbound and outbound integration and data Extract Transform and Load (ETL) processes
• Ability to collaborate effectively in multi-functional teams across programming, biostatistics, data management, and clinical sciences
• Working knowledge of relational databases and experience using multiple clinical data management systems
• Excellent written and verbal communication skills with strong relationship management
• Familiarity with JIRA, Confluence, and BitBucket in day-to-day delivery and support
• Proven exposure to Cloud Platforms such as AWS and AZURE
• Self-driven approach with the ability to work independently with minimal supervision in fast-changing programs
• English proficiency at B2 (Upper-Intermediate) level or higher

Nice to Have

• Knowledge of change management processes in a GxP validated SaaS environment
• Understanding of Agile/Scrum methodology and ways of working
• Engineering mindset to help design and implement Clinical Data Solutions aligned to the Products on Platform delivery model
• Ability to manage diverse stakeholders and deliver outcomes with a high degree of satisfaction

Work Location

• City: Guadalajara
• Country: Mexico
• Type: Hybrid

We Offer

• Competitive salary
• Opportunity to work in a dynamic and innovative environment
• Professional growth and development opportunities
• Collaborative and inclusive work culture